The mission of the Customer Success Operations team is to align customer success strategy to its execution. This person will serve as a business partner and direct theater support for Mid-Market Customer Success to drive critical business insights and fundamentally improve process execution. As an entrepreneurial, organized and analytical problem-solver, this person will be responsible for optimizing business forecasting, region-wide Customer Success meetings, strategic program roll-outs, and change management.
What you’ll do
- Support the VP of Customer Success, Mid-Market by owning day-to-day processes and an overview of the end-to-end Mid-Market customer experience
- Own quarterly forecasting for the Mid-Market portfolio, partnering with Business Insights, Sales, Finance, and Sales Operations for accurate reporting
- Drive and support content and Q&A coordination for regional QBRs and All-Hands
- Monitor execution of the commission plans, including commission questions and exception request approvals with leadership
- Regularly track KPIs against organizational business goals
- Own quarterly Churn and Downsell analysis for Mid-Market, with trend summaries, strategies, and deliverables for churn prevention strategy
- Collaborate with the BI team to provide accurate and on-point business data and analysis to support leaders in their decision-making and team management
- Oversee and drive strategic program, process and systems rollouts in Mid-Market through a designed framework for scale
- Help monitor documentation for Customer Success systems and processes
- Coordinate cross-functional processes that help drive renewal and upsell targets
What you’ll need to succeed
- 3+ years in Customer Success or Revenue Operations
- Experience working with Commercial or Mid-Market customers at scale
- Excellence in data management and systems usage
- Team player attitude and a global mindset
- Dedicated and relentless project leadership and execution
- Excel/Google Sheet experience and an aptitude for learning new systems
- Strong collaborative skills and the ability to influence peers and management
- Independently capable of seeking information, solving conceptual problems, corralling resources and delivering results in complicated situations
- Comfortable analyzing data and presenting to leadership in a thoughtful and concise manner
- Takes a high degree of ownership over their work
- To be data-driven, curious, and deeply passionate about Customer Success
- Lead with creative problem-solving, and leverage data to drive influence and strategy while thinking of systems holistically
- Have a customer-centric mindset and understand the end goal is to retain and grow our customer base
- Able to drive change management and develop methods to measure and systemize KPIs
- This is a demanding role that requires strong priority management and interpersonal skills
